ISA Transfer from Virgin to NatWest

mpelson

Richchad said:

ab56 said:

Anyone know if best to submit transfer form again electronically or post paper form?

I must admit I did think about resubmitting electronically another transfer form, not sure if it would complicate things, or they would just submit another request to VM, who would either ignore it if transaction was happening or attempt to start process over again, and what if NW forget to add the acceptance of the penalty again.... 

Beddie said:

Waiting on the phone to Natwest is doubly annoying as they interrupt the music every 30 seconds or so, to tell you to keep waiting or something like that - yes, we know! It's really irritating as you think the call might be answered, but no. Just play the music and only interrupt it when you answer the call!

Yes that was the bit I found annoying, you tend to think they are about to answer the call..

I finally got through after 2.5 hours!! There had been no 2nd rejection from Virgin Money but couldn’t give any reassurance that they had re-submitted the request after my original call from 11th Aug. Also said they would chase up the transfer team.
When I asked if it was worth me resubmitting the electronic form myself and choosing Yorkshire Bank rather than VM, said there was no need.
Not sure what’s going on really..The person answering the call sounded really bored.  Probably due to lots of people like us wanting to know what’s going on!

alternate

does anyone have the direct number for Natwest ISA team.  thanks

Richchad

The number I rang them on was 0345 877 7095, expect a long wait unless you ring at 9am like I did the other day and got through in about 10 minutes 

Richchad

Update

My transfer is still not completed, I rang NW a couple of days ago and asked them to resend the request with the correct information this time as they omitted to tell them I would pay any penalty due.

Today received a letter dated 17th August, now the 23rd, saying VM have been unable to transfer my ISA as the information they hold doesn't match the information on the transfer request and to resubmit another request form to NW..

I have double checked all the information entered on the form as I have a copy and it is all correct, I don't know what NW would have sent to VM so suspect that is the problem as when I spoke to VM they told me NW hadn't mentioned I accepted the penalty.

I know the form was completed correctly as my wife's same transfer, albeit with different account numbers etc, has gone through okay.

As this letter was written before I spoke to NW and asked them to resend request I have now completed another NW online request form, so goodness knows what will happen now...

Why are NW sending letters that take days to arrive when they have my email and phone number, which could have sorted it quickly..

Shedman

Shedman said:

Well relatively quickly (for these days anyway..) I got hold of a helpful guy called Neil at Virgin ISA team (0345 600 7301 by the way).  As soon as I mentioned ISA transfer to NatWest he immediately know that the issue would be NW sending transfer requests to Gateshead (where Virgin haven't been for 2 1/2 years) instead of Clydebank (as I recall has been mentioned elsewhere on this forum) even though according to him a) they have told NW and RBS about this a couple of weeks or so ago and b) even so the ISA electronic transfer system should tell them the correct location based on the sort code.  When he checked my transfer request this was confirmed to be the issue.  What the hell is wrong with NatWest

Now trying to speak to NW....

UPDATE:  1 hr 10mins later (and enduring muzak that sounded like someone had died...) i got through to be told that they were aware of the issue and had been for around 2 weeks.  Checked my details and promised to resubmit them to the right location.  When I said if you knew of the problem a) why haven't you sorted it and b) why didn't you just resubmit automatically to the right location when the rejection came in all he could say was that I was absolutely right in what I was saying and apologised but couldn't say why they hadn't done so or sorted things out.  I said as they knew it was an issue there should be compensation for their failings let alone for the hour and a quarter of my life i won't get so he said yes I should raise a complaint and is going to email me a complaint form.  Fingers crossed the resubmitted transfer works this time.   

Hurrah...my Virgin ISA has transferred and appeared in the NatWest account this morning.   Now why couldn't they just get it right first time.....

Richchad

Well now 23 days since I applied to transfer my ISA from VM to Nat West, what a shambles NW are, in my request NW omitted to tell VM that I accepted the penalty for early transfer even though I ticked the box to accept it, after they sent me a letter dated 17th August asking me to resend transfer request online, which I did, now today I get another letter dated 25th August, the same day I resubmitted my request, say it is past the transfer closing date the 14th August and my transfer has been stopped and will remain with VM..!

Why did they send me a letter 17th August knowing it was past the closing date if they weren't going to resubmit it to VM... It seems my second request was just treated like a new first request..

Further complaint letter sent, I don't know what good it will do as they seem so incompetent and respond by snail post.

I guess if no response just hope a better rate or similar appears after next bank rate day this month.

skitskut

Richchad said:

Well now 23 days since I applied to transfer my ISA from VM to Nat West, what a shambles NW are, in my request NW omitted to tell VM that I accepted the penalty for early transfer even though I ticked the box to accept it, after they sent me a letter dated 17th August asking me to resend transfer request online, which I did, now today I get another letter dated 25th August, the same day I resubmitted my request, say it is past the transfer closing date the 14th August and my transfer has been stopped and will remain with VM..!

Why did they send me a letter 17th August knowing it was past the closing date if they weren't going to resubmit it to VM... It seems my second request was just treated like a new first request..

Further complaint letter sent, I don't know what good it will do as they seem so incompetent and respond by snail post.

I guess if no response just hope a better rate or similar appears after next bank rate day this month.

Same as you received a letter on 19th telling me to resubmit my transfer request, which I did. Today received a letter dated the 24th saying as they had received it after the 14th it was too late! Phoning them just rinses all my phone credit and don't know if I can be bothered to write.

drphila

I have started a new thread on transfer-in rejections here:

https://forums.moneysavingexpert.com/discussion/6470761/rejection-of-re-submitted-nw-rbs-transfer-in-requests#latest

GrubbyGirl_2

The m ore I hear about Virgin the less likely I am to open an account with them

Beddie

GrubbyGirl_2 said:

The m ore I hear about Virgin the less likely I am to open an account with them

They are fine with accounts opened more recently. The problem is with people who opened an account a while back, who have ended up on the "old" system. When Virgin merged with Clydesdale/Yorkshire Bank they ended up with legacy systems and until that's merged into one there will be issues.

I opened a current account and ISA end of last year, no issues. Then I transferred it to Yorkshire Building Society this year and it went through in days. The app is nicely designed and easy to use. So it's not all doom and gloom with them at all.